You're managing multiple crises at the airport. How should you prioritize communication channels?

1 Assess Risks

When crises strike, quickly assessing the risks to prioritize communication is crucial. Start by identifying the most pressing issues that threaten safety or operations. For example, a security breach requires immediate attention over a delayed flight. Once the primary risks are identified, communicate with relevant parties such as security teams, air traffic control (ATC), and emergency responders. Remember, the goal is to contain and control the situation while minimizing impact, so focus your communication efforts where they're needed most.

2 Internal Alerts

After assessing risks, your next step is to establish a hierarchy of internal alerts. Use an Incident Command System (ICS) to streamline communication. This system helps define roles and responsibilities, ensuring that messages are not just broadcasted but directed to specific individuals or teams who need to act. For instance, if there's a runway incursion, the ground control team needs immediate information to prevent potential collisions. Clear internal communication can save precious seconds during an emergency.

3 Passenger Info

Keeping passengers informed is essential during crises. Use public address systems and digital signage to provide real-time updates. It's not just about keeping passengers calm; it's also about crowd control. By giving clear instructions, you help prevent panic and ensure that passengers know where to go or what to expect next. For example, during an evacuation, directing passengers clearly to exits can avoid bottlenecks and ensure everyone's safety.

4 Media Relations

Managing the media effectively is part of crisis control. Designate a spokesperson to relay accurate, timely information to prevent speculation and misinformation. This person should be trained in crisis communication and have a deep understanding of the situation. They act as the airport's voice, ensuring that the public receives a consistent message, which helps maintain trust and authority in the eyes of the public and stakeholders.

5 External Partners

Communicating with external partners such as airlines, government agencies, and local authorities is also critical. Establish predefined communication protocols to quickly share information and coordinate responses. For example, if there's a weather-related crisis, airlines need to know about potential delays or cancellations. By keeping these lines of communication open and efficient, you can better manage the overall response to the crisis.

6 Tech Solutions

Finally, leverage technology to enhance communication during crises. Tools like mass notification systems can disseminate information quickly to large groups. For example, in case of an airport-wide power outage, a mass notification system can send alerts to all airport staff's mobile devices, informing them of the situation and the immediate steps to take. This rapid dissemination of information helps maintain order and ensures that everyone is working towards resolving the crisis.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?